Banfield Pet Hospital

I’ve gotten pretty good service from this particular hospital, but getting them to answer their phone to set up or change an appointment is EXTREMELY frustrating.
I understand this is a busy location, but there is no recording to even leave a message when I call. I wish they had a dedicated person to handle calls.

Not impressed with this Banfield. We had a great experience with our Banfield in St. Louis and expected the same great service here but unfortunately it’s been lackluster. No reminders on vaccinations, the renewal process on our wellness plan wasn’t done correctly, and most recently they said my dog, who injured her leg, would need an appointment to be seen and they book up 2 – 3 weeks in advance. They didn’t offer to find an appointment for me in the coming week, they just said I should call back to see if a cancellation spot opens up. We will most likely be canceling our wellness plans. I’ve already booked an appointment at another vet that has time to treat sick/​injured pets.

I was going out of town and my regular Banfield did not have any openings. This location was on our way out and had openings, so our vet called and let them know we were on our way.
Everything went fine with our visit until a few days after when I called to get results on my dog’s xrays. The doctor ordered confinement for 7 days, I told her my concerns about confinement and my pet’s claustrophobia. She suggested we try a sedative to help calm her nerves to prevent further injury. She also asked me to return to my normal Banfield to have an injection given to my dog. She said that when I return for my outpatient visit they can call something in to my local pharmacy. Upon arrival at my Banfield they informed me that the doctor that saw my animal would have to order the medication. So I obtained a pharmacy # and called the Humble location back and gave it to them and was told it would be taken care of. I called later on in the evening and still no medication was called in to the pharmacy. I work in health care so I understand that maybe it wasn’t done since it was the very end of their work day. So I called end of the next day around 4:30 PM so I could pick it up on my way home from work. Still no meds called in to my pharmacy. I called Humble again and spoke with the practice manager Trisha who informed me that the person I originally spoke with said that I called them and told them I wanted the medication but did not give them a pharmacy number. That makes no sense at all. Why would I call and not give them a number to call in the medication? I gave Trisha the # again and was informed that it would be given to the doctor to be called in and that I would be receiving a call back to let me know it was called in. Here we are 2 days later and I never EVER got a phone call back. My dog luckily is doing fine and doesn’t really need the medication, but still, what if she wasn’t? Am I expected to be on the phone hounding both CVS and Banfield for medication to keep my animal comfortable?
I usually have exceptional customer service with Banfield, but this location clearly dropped the ball. Even after I called and spoke with a manager. That puts a really bad taste in my mouth.